Bad service at Samsung The Grove Mall

I submitted my device for screen repair on the 14th December 2017, i received a call on 26 January 2018 at 16:30 (for which I was told to repair a phone takes 5 to 7 days but it took more than a month to be fixed) I was informed that I can bring my phone in for repairs, I spoke to KG at that time. I told her that I have already knocked off, I can only be able to bring in my phone Monday the 29th and told her that I knock off at 17:00. I asked her how long does it take to repair my phone, she adviced me that it takes an hour to repair it. I then said to her I will try to get there before 18:00 as traffic might be a nightmare or alternative I will come on Sunday. I decided to go on Sunday, I arrived at the store at 15:37, the lady that was assisting me at reception told me that I needed to bring it the following day as they will not finish it in time. I told her that I spoke to a lady by name of KG and she adviced me that it will take an hour and it is more than an hour I cannot be driving up and down because fuel is expensive. She called KG and she came and assisted us. We waited while they were fixing my device. At 17:00 they handed over our device and my husband noticed that it was not properly closed. He showed it to them and they said we must leave it as they were leaving to go home. The technician Loius Tshisevhe said to us that we came late so we cannot hence the device is as is. I was not happy with the service I received, that is when KG stepped in and said that she will make a plan and call us the following day.

I was very impressed with her willingness to assist and she knew good customer service. What she did was exceptional we were very impressed with her good service that she provided to us, even the following day she kept calling and updating me that my device have been fixed and it will be delivered to my work place.

My phone was delivered only to discover that iris and fingerprint is not working, it has an error. I called Samsung The Grove again, they collected my device and was informed that they broke my phone they are ordering motherboard for it. I was told that they will bring back my phone and call me once the motherboard is here. I also noticed that when you are on a call the phone supposed to lock so that the ear does not press other option, my phone is not doing that it is pressing other options while I am on the phone, it mutes, switches on bluethooth etc, my battery life span is very weak. The call was made in the morning at 10:41 was delivered to me at 17:00 after I have made a follow up phone call. The service at Samsung the grove is not good at all, I paid a whole lot of money for my device, i am paying for the subscription fee every month and I also paid for R1300 but the service is not good at all. I no longer enjoy my phone, it is mal functioning. I called Samsung tocompalin about this issue on the 1st of February 2018, till today I didnt get any response from them. I then called Samsung to complain about my query and the service was worse than the one at the Grove Mall, the person that assisted me was Khanyi Gumede sh promised to call me back, after an hour someone else calls, I spoke Khanyi for an an hour on the phone regarding my call, and when someone else calls and saysthey are Khanyi I was surprised that they actually impersonate each other. I am very dissappointed.